Refund policy

Returns and Exchanges

We gladly accept returns, exchanges, and cancellations. Contact us within 14 days of delivery. Return items back within 30 days of delivery. Request a cancellation within 10 days of purchase.


Original Outbound Shipping Costs:


  • UK Orders: Standard outbound shipping costs are refundable if you cancel your order within 14 days of receipt.

  • EU & International Orders: Outbound shipping, prepaid duties+taxes, and handling charges paid at checkout for orders delivered outside of the United Kingdom are non-refundable for change-of-mind returns.

Please note we are unable to return funds to any account other than the original payment method.


Conditions of Return

  • Change of Mind / Non-Faulty Returns: Buyers (including UK, EU, and international customers) are responsible for paying all return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

  • Faulty, Damaged, or Incorrect Goods: If you are returning an item because it is defective or incorrect under warranty, we will cover or reimburse reasonable return postage costs up to our capped allowance (see details below).

Once the item is returned, we will initiate the refund process. Please note, you must include your order number in the return package for the refund to be processed.


Shipping Instructions for All Orders

Please only ship returns to this address:


Durleighmarsh Farm

MVHStudios Unit 12

GU315AX

United Kingdom

For UK Customers:

Every shipment includes a return label. If you do not have the label, please contact us at support@mvhstudios.co.uk with your order number so we can provide you with a label.


Additionally for USA, EU, AUSTRALIA, and Other International Customers:

Use a non-insured, small/medium parcel service such as your local national postal system (e.g., Cyprus Post, An Post, Deutsche Post, etc.) or UPS for the return shipment.


  • Customs Declaration: Clearly mark returned items as "Returned Goods – Warranty Repair" or "Returned Goods" on the customs declaration form.

  • Carrier Instructions: If you are using UPS or another commercial courier service, please contact us prior to shipping for the necessary shipping documents that must be completed by you.

  • Declared Value: Please ensure that the declared value for the return is 20 USD / 40 AUD / 25 EUR, independent of the contents. Declaring a higher value will incur UK import customs charges upon arrival; any such charges incurred will be deducted from your final refund total.

Return Shipping Reimbursements (Faulty Goods / Warranty Returns):


Email a photo of the shipping receipt with the tracking number to support@mvhstudios.co.uk so we can track and refund the shipping cost of up to 15 GBP to your original payment method if applicable.


Failed Delivery & Returns Policy

If a delivery attempt is unsuccessful due to the recipient being unavailable, providing an incorrect delivery address, or failing to collect the parcel from the designated local pickup location, the order may be returned to us. In such cases, a refund will only be processed once the item has been received and inspected. Shipping costs (both initial outbound shipping and return carrier fees) may be deducted from the refund amount. If the item is returned in damaged or non-resalable condition, we reserve the right to refuse a refund or apply a restocking fee.

We ship all orders from the United Kingdom. If you are ordering from outside the UK, the price you see at checkout (or the final step of payment) will exclude UK VAT (20%). However, your order may be subject to local import taxes and duties depending on your location.

For Customers in the European Union: How you pay these taxes depends on your specific country:

  • Taxes Collected at Checkout (PDDP): For orders shipping to Austria, Cyprus, France, Germany, Ireland, Malta, Netherlands, and Portugal, we calculate and collect the Import VAT and Duties at checkout.

    • Benefit: Your package will pass through customs automatically, and you will not be asked to pay any extra fees upon delivery.

  • Taxes Paid on Delivery (DAP): For orders shipping to Italy, Spain, Belgium, Poland, Sweden, and all other EU countries not listed above, we do not collect taxes at checkout.

    • Note: You will be contacted by the courier (Royal Mail’s partner) to pay your local VAT plus a handling fee before your package can be delivered.

For Customers in the United States: Due to recent changes in US Customs regulations (August 2025), the previous tax-free exemption for orders under $800 has been suspended.

  • Import Duties: US Customs may now request payment of import duties and processing fees on all items, regardless of value.

  • Payment: These charges are not included in your checkout price and must be paid by you (the recipient) upon arrival.

For the Rest of the World: We do not collect taxes at checkout. You are responsible for any applicable customs duties, taxes, or courier handling fees required by your country’s customs authority upon delivery.

Failed Delivery & Returns Policy

If a delivery attempt is unsuccessful due to the recipient being unavailable or failing to collect the parcel from the designated pickup location, the order may be returned to us. In such cases, a refund will only be processed once the item has been received and inspected. Shipping costs (both initial and return) may be deducted from the refund amount. If the item is returned in damaged or non-resalable condition, we reserve the right to refuse a refund or apply a restocking fee.